Was there an attitude on board where food or drink was being parsimoniously supplied up front as a result of bad feeling? Was the nightstop before the flight a 'bad experience'? I would make sure all these things were opened up, including IR issues which seem to be unpleasantly at the forefront. All these things could contribute to a severe anger from certain crew behaviour which could lead to a decision to divert- one that could just possibly be well justified.
Yeah, but even if
all of those scenarios were at play, as several Captains have said, it is hard to believe other more reasoned options weren't available. Those options as stated by pilots who have contributed to this thread, included standing down the purser (even having her confined to her seat for the rest of the flight as the Captain has the authority to do) and having her duties carried out by the next most senior flight attendant. That kind of solution or a variation of it would have demonstrated the Captain's authority without resulting in a costly diversion and we wouldn't be having this circular discussion.
It all comes down to the fact that in addition to technical skills,someone with the position of Captain is paid for common sense, good judgement, having a level head, being a good problem solver etc. That is why this case is so unusual because it appears that some of those qualities
may have been missing at the time of this particular incident. The only good that may come out of this incident is that it will certainly be featured in CRM discussions and could help others to formulate improved methods of dealing with staff issues.